Responsibilities
- Support IT Service Management operations, project and enhancement initiatives
- Develop service requests in ITSM platform.
- Perform ITSM platform operational maintenance and enhancement.
- Provide support in implementation of IT service management activities which includes the following areas:
- Analysis of service requests and enhancement the catalogue items, Service Request Implementation.
- User requirement gathering and solution design.
- Build or enhance service requests in ITSM platform.
- Create reports for ITSM service requests.
- System documentation, user guide and training.
- ITSM setup and configuration that adhere to the current ITSM process.
- ITSM platform patching, upgrade, and maintenance works.
- Work with Automation team to integrate with catalogs, approvals, and workflows.
- Maintain and develop technical documentation and standard operational procedures.
- Ensure compliance with IT security standards, policies and procedures.
- Work closely with various IT Infrastructure and Operations teams to support and troubleshoot problems
and issues
Skills Required
- Must possess experience in BMC Helix
- Good to have knowledge about Service Now, Atlassian JIRA Service Management, Freshworks